You know how to build software. What you do not have is the headcount to answer everyone properly, keep the records straight and produce the reporting, all while shipping.
Tickets read and answers drafted from your own documentation, so your team confirms an answer in seconds and nobody waits a day for something already written down.
The customer system updated from calls and email as they happen, by the person who was actually on the call.
Numbers gathered from wherever they live and the pack drafted on the board's timetable.
If your best engineer is answering support tickets, this is the one. We would still start by watching your team do it, because every business does this slightly differently and the difference is where the time goes.